Tier 1 Support
The end-user’s technical requirement encompasses a gamut of queries. They range from assistance in handling simple problems or generic ‘how to’ questions. All these queries are addressed by a Tier 1 support technician. Most Tier 1 issues are generic or FAQS, which are answered either through the knowledge base of support system or in other forms to the support executive.
Technical Knowledge & Unrivaled Support Services
Tier 1 level support involves technical knowledge and the desk is staffed by more experienced technicians who have strong exposure to troubleshooting. The technician here is more specialized and will first determine if the issue involves his/her domain based on the data collected by the Tier-1 specialist. If it is in the domain, then it has to be determined if it is a new issue or an existing issue. Advanced diagnostic tools and data analysis might be done here.
The process followed is thus. The GrafWebCUSO technical support executive will understand the problem, confirm whether the configuration set up is defined or not and then diagnose to isolate the technical difficulties.
At GrafWebCUSO, we put emphasis on high level of training to answer and attend to any queries from our end users. To this effect, our Level 1 engineers are imparted training on customer interaction. This enables them to decipher the problem, diagnose and then provide solutions to tackle the problems.